Weitere Kapitel dieses Buchs durch Wischen aufrufen
In July 2007, IBM and Cambridge University’s Institute for Manufacturing (IfM ), in conjunction with BAE Systems, convened a group of leading academics and senior industrialists in a two-day symposium to address the critical questions facing the emerging field of Service Science , Management and Engineering (SSME ). The meeting, together with a consultation process involving over a hundred international respondents, created a white paper for universities, businesses and governments globally (IfM and IBM 2008). The report called for (1) the advancement of SSME as a distinct subject of research and education through intensive collaboration across disciplines, and (2) the creation of national Service Innovation Roadmaps (SIR) to double investment in service research and education worldwide by 2015. Since the white paper was released, exciting progress has taken place; many universities have started SSME courses while various governments released SIR reports (see Appendices I and II for lists of such initiatives). In the remainder of this chapter, we provide an updated summary of the white paper and revisit its original recommendations for SSME stakeholders.
Bitte loggen Sie sich ein, um Zugang zu diesem Inhalt zu erhalten
Sie möchten Zugang zu diesem Inhalt erhalten? Dann informieren Sie sich jetzt über unsere Produkte:
Abbot , Andrew (1988) The System of Professions: An Essay on the Division of Expert Labor. University of Chicago Press. Chicago, IL.
Allee , Verna (2002) The Future of Knowledge: Increasing Prosperity through Value Networks. Butterworth-Heinemann.
Alter , S. (2006). The Work System Method: Connecting People, Processes, and IT for Business Results. Larkspur, CA: Work System Press.
Anderson , J.C., N. Kumar , and J. A. Narus (2007) Value Merchants: Demonstrating and Documenting Superior Value in Business Markets. Harvard Business School Press. Cambridge, MA.
Beinhocker , Eric D. (2006) The Origin of Wealth: Evolution, Complexity, and the Radical Remaking of Economics. Harvard Business School Press. Cambridge, MA.
Bell , Daniel (1973) The Coming of the Post-Industrial Society: A Venture in Social Forecasting. Basic. New York, NY.
Board on Higher Education and Workforce (BHEW) (2008) Science Professionals: Master's Education for a Competitive World. Committee on Enhancing the Master’s Degree in the Natural Sciences. The National Academies Press. Washington, DC.
Chase , R. B. (1981). The customer contact approach to services: theoretical bases and practical extensions. Operations Research, 29(4): 698-706. CrossRef
Chesbrough , H. and J. Spohrer (2006) A research manifesto for services science. Communications of the ACM. 49(7). July. 35-40. CrossRef
Christensen , C., S. D. Anthony and E. A. Roth . (2004). Seeing What's Next: Using Theories of Innovation to Predict Industry Change. Boston: Harvard Business School Press.
Clarke , J., J. E. Newman , N. Smith , E. Vidler and L. Westmarland . (2007). Creating Citizen-Consumers: Changing Publics and Changing Public Services. London: Sage.
Cohen , S. S. and J. Zysman (1988) Manufacturing Matters: The Myth of the Post-Industrial Economy. Basic, New York.
Collins , H. and M. Kusch (1999) The Shape of Actions: What Humans and Machines Can Do. MIT Press. Cambridge, MA. (See also: http://en.wikipedia.org/wiki/Interactional_expertise).
Collins , J. (2006). Good to Great and the Social Sector. London: Random House.
Council on Competitiveness . (2008). Thrive: The Skills Imperative, Washington D.C.: Council on Competitiveness.
Derry , S. J., C. D. Schunn and M. A. Gernsbacher . (2005). Interdisciplinary Collaboration: An Emerging Cognitive Science. London: Psychology Press.
Fisk , R. P., S. W. Brown , and M. J. Bitner . (1993). Tracking the Evolution of the Service Marketing Literature, Journal of Retailing, 69 (1):61-103. CrossRef
IBM (2005). Services Sciences: A new academic discipline? Available at http://almaden.ibm.com/asr/SSME/facsummit.pdf
IfM and IBM . (2008). Succeeding through Service Innovation: A Service Perspective for Education, Research, Business and Government. Cambridge, United Kingdom: University of Cambridge Institute for Manufacturing. ISBN: 978-1-902546-65-0
Innovate America (2004) Report of the National Innovation Initiative, December.
International Labour Organisation (ILO). (2007). Key Indicators of the Labour Market (KILM), 5th edition.
International Labour Organization (ILO ). (2008). Global Employment Trends 2008. Available at http://www.ilocarib.org.tt/portal/images/stories/contenido/pdf/LabourMarketInformation/get08.pdf
Johnston , R. (2005). Service operations management: from the roots up. International Journal of Operations and Production Management, 25 (12), 1298-1308. CrossRef
Johnston , R. (2007). The internal barriers to service quality: reviving TQM. POMS Service College Conference, London, UK, 12–13 July 2007.
Leonard-Barton , D. (1995). Wellsprings of Knowledge: Building and Sustaining the Sources of Innovation. Boston: Harvard Business School Press.
Lovelock , C., & Gummesson , E. (2004). Whither services marketing? In search of a new paradigm and fresh perspectives. Journal of Service Research, 7(1): 20-41. CrossRef
Mansfield , J. W. (1981). Human factors of queuing: a library circulation model, Journal of Academic Librarianship, 6(6): 342-4.
March , J.G. (1991) Exploration and exploitation in organizational learning. Organizational Science. 2(1).71-87. CrossRef
Miles , I. (2003). Services Innovation: coming of age in the knowledge-based economy. In B. Dankbaar (Ed.), Innovation Management in the Knowledge Economy (pp. 59-82). London: Imperial College Press.
National Academy of Engineering . (2007). Rising Above the Gathering Storm: Energizing and Employing America for a Brighter Economic Future. Washington D.C.: National Academies Press.
Nambisan , S. and M. Sawhney (2007) The Global Brain: Your Roadmap for Innovating Faster and Smarter in a Networked World. Wharton School Publishing.
Normann , R. (2001) Reframing Business: When the Map Changes the Landscape. Wiley, Chichester, New Sussex.
Parasuraman A., V. A. Zeithaml , and L. L. Berry . (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4): 41-50. CrossRef
Reich , Robert (2007) Supercapitalism: The Transformation of Business, Democracy, and Everyday Life. Knopf. New York, NY.
Ren , Guang-Jie (2009) Service Business Development in Manufacturing Companies: Classification, Characteristics and Implications. Doctoral Dissertation. University of Cambridge, Cambridge, United Kingdom.
Ricketts , J.A. (2007) Reaching the Goal: How Managers Improve a Services Business Using Goldratt’s Theory of Constraints. IBM Press. New York, NY.
RTI international . (2005). Measuring Service-Sector Research and Development. RTI Project Number 08236.002.004
Sampson , S. (2001). Understanding Service Businesses: Applying Principles of Unified Services Theory, New York: John Wiley and Sons.
Sanz , J. L., N. Nayak , and V. Becker (2006). Business Services as a New Operational Model for Enterprises and Ecosystems. The 8th IEEE International Conference on E-Commerce Technology and The 3rd IEEE International Conference on Enterprise Computing, E-Commerce, and E-Services (CEC/EEE'06), 2006.
Smith , A. (1776). An Inquiry into the Nature and Causes of the Wealth of Nations. London: Methuen & Co.
Spitzer , Dean R. (2007) Transforming Performance Measurement: Rethinking the Way We Measure and Drive Organizational Success. AMACOM.
Spohrer , J. & Kwan , S. K. (2009). Service Science, Management, Engineering, and Design (SSMED): An Emerging Discipline - Outline & References. Int. J. of Information Systems in the Service Sector, 1(3).
Spohrer , J. & Maglio , P.P. (2009). Service science : Toward a smarter planet. W. Karwowski & G. Salvendy (Eds.), Introduction to service engineering.
Spohrer , J, Maglio , P.P., Bailey , J., Gruhl , D. (2007). Steps towards a science of service systems. IEEE Computer, 40(1), pp. 71-77. CrossRef
Sterman , John D. (2000) Business Dynamics: Systems Thinking and Modeling for a Complex World. Irwin McGraw-Hill. Boston, MA.
Teboul , J. (2006) Service Is Front Stage: Positioning Services for Value Advantage. INSEAD Business Press, Palgrave MacMillan . CrossRef
Vargo , S. L. and R. F. Lusch . (2004) Evolving to a New Dominant Logic for Marketing. Journal of Marketing, 68, 1-17. CrossRef
Womack , J. P. and Jones , D. T. (2005) Lean Solutions: How Companies and Customers Can Create Value and Wealth Together. Free Press. New York, NY.
- The Cambridge-IBM SSMESSME White Paper Revisited
James C. Spohrer
- Springer US
Neuer Inhalt/© Stellmach, Neuer Inhalt/© Maturus, Pluta Logo/© Pluta